Send a message to a tenant
Select the correct tenant and tenancy, choose email or portal delivery, write a clear message and review its delivery status in the communication history.
Messages sent through Estavo are retained in the communication history. Before sending, confirm the correct tenant, tenancy, delivery method, subject, message content and any attached documents.
How tenant messaging works
Send the message to the email address stored against the tenant record.
Portal message
Make the communication available through the tenant’s Estavo portal account.
Email and portal
Use both channels where the message should be sent by email and retained in the portal conversation.
Estavo records and sends communication using the selected channel. Confirm separately whether that method is suitable for any formal notice or legal requirement.
Before sending a tenant message
- Confirm the correct tenant.
- Check the current or relevant tenancy.
- Review the tenant’s email address.
- Check the tenant’s portal access.
- Review the previous conversation.
- Confirm the property connection.
- Prepare a clear subject.
- Check any attachment before adding it.
- Avoid unnecessary personal or sensitive information.
- Confirm the selected delivery method is appropriate.
A new message may duplicate an existing request, update or reply already contained in the conversation history.
Open a new tenant message
Open Communication
Select Communication from the main Estavo navigation.
Review recent conversations
Check whether an existing thread already covers the same subject.
Select New Message
Open the message composer.
Select the correct tenant
Confirm the email address, property and tenancy, particularly where several tenant records have similar names.
Select the property and tenancy
- Select the relevant property.
- Choose the current or historical tenancy.
- Confirm the tenancy dates.
- Check the selected tenant belongs to that tenancy.
- Review joint tenants where applicable.
- Connect the message to a maintenance or other record where supported.
- Avoid linking the message only to the tenant when a specific property context applies.
Choose the delivery method
Email only
Send the message to the tenant’s recorded email address.
Portal only
Add the message to the Tenant Portal conversation without sending it by email.
Email and portal
Send an email while also retaining the message in the tenant’s portal thread.
Other communication channel
Record another communication method separately where the system provides that option.
Add a clear subject
Email subjects can be visible in notifications and inbox previews. Keep them clear but limited.
Write the tenant message
- State the purpose at the beginning.
- Use clear and factual wording.
- Identify the relevant property or tenancy.
- Explain any action required from the tenant.
- Add a date or deadline only where necessary.
- Include contact information where helpful.
- Avoid unsupported legal or compliance claims.
- Review spelling, dates and names.
- Keep internal notes out of the tenant message.
Boiler repair appointment
24 Oak Avenue · Current tenancy
Add an attachment where required
- Select a document already stored in Estavo.
- Open and review the complete file.
- Confirm it belongs to the same property or tenancy.
- Check the document version.
- Review personal and financial information.
- Confirm the tenant is authorised to receive it.
- Remove the attachment if it is not necessary.
- Check that the correct file name appears before sending.
An attachment can contain information not visible from its title. Review the complete file before adding it to the message.
Review the message before sending
- Confirm the tenant name.
- Review the email address.
- Check the property and tenancy.
- Confirm the delivery method.
- Review the subject.
- Read the complete message.
- Check dates, times and deadlines.
- Open every attachment.
- Confirm no unrelated recipient is selected.
- Check whether a reply should remain in an existing thread.
Send the message
Complete the final review
Confirm the recipient, content, attachments and delivery method.
Select Send
Submit the message through the selected communication channels.
Wait for confirmation
Do not close the page until Estavo confirms the message has been recorded.
Open the communication history
Confirm the message appears against the correct tenant and tenancy.
Review the delivery status
Waiting to send
The message has been recorded and is awaiting delivery processing.
Submitted for delivery
Estavo has passed the message to the selected delivery channel.
Delivery recorded
The provider has reported successful delivery where that status is available.
Message not delivered
Review the recipient details and failure information before sending again.
A sent or delivered status does not necessarily prove that the tenant opened, read or understood the message.
Send a message to joint tenants
- Confirm each person belongs to the tenancy.
- Decide whether every joint tenant should receive the message.
- Select each intended recipient.
- Review every email address.
- Check whether the message contains one tenant’s private information.
- Use separate messages where confidentiality requires it.
- Review the delivery status for each recipient.
Respond to a message sent to the wrong recipient
Review the sent message
Confirm the recipient, contents and any attachments.
Correct the tenant details
Update the email address or tenancy connection before sending again.
Follow the appropriate internal process
Assess the information disclosed and any corrective action required.
Record the correction
Retain an appropriate internal record of the error and action taken.
Send the correct message
Review all details again before contacting the intended recipient.
Changing the tenant record or deleting a local communication record does not remove a message or attachment already received.
Common tenant-message problems
The tenant cannot be selected
Check the tenant is connected to the selected tenancy and property.
The email address is missing
Update the tenant record before selecting email delivery.
Portal delivery is unavailable
Confirm the tenant has an active Tenant Portal account.
The message remains queued
Refresh the communication history and allow time for delivery processing.
The message failed
Review the recipient address, failure reason and communication settings before resending.
The wrong attachment was added
Remove it before sending. If already sent, review the recipient and follow the appropriate correction process.
The message appears twice
Check whether Send was selected more than once or whether separate email and portal records are shown.
The tenant says nothing was received
Check delivery status, contact details, spam folders and portal access.
The tenant message has been sent
The next guide explains how to create communication from a property or tenancy record so the message remains connected to the correct context.
Continue to property and tenancy messages